Was here at 11:05AM, did not get my food til 11:25. Watched 3 cars just past me cause it was taking too long. Wish I did the same. Cashier did not give receipt until I asked for one, got the order wrong. Could not be bothered to communicate in the speaker, I had to pulled up and knock on the window to get service and order my food. All in all, great food but a bad crew running this particular Pollo Tropical.
Let me start by saying that I am a fan of this chain. Just not this location. When you pull up there are signs in the windows advertising new Mojitos, when you go in the menu is full avocado adorned dishes.....but when I tried to order, they were completely out of BOTH. I ordered the Pollo & Pork platter, with brown rice and beans. I almost cracked a tooth on the rice and the chicken wasn't up to par. The pork was awesome. Their menu lists several alcoholic options. None of which were available. They pulled a canned wine out of the back of their cooler that was in there for who knows how long. I will say the staff tried to make light of the situation and were as helpful as they could be. But I was EXTREMELY disappointed in my experience overall. Oh, and the icing on the cake. They only have one trash located near the kitchen door NOT one trash by any of the exits so as to make clean up easier for their patrons.
Drive through worker did not get my order correct, they charged me for a boneless grilled chicken breast platter and gave me a chicken tropi chop, I wouldn't have been as frustrated if they at least charged me properly.
Food was great. I went at 5:15, which must have been staff breaks or shift change. Few people actually working; many walking back and forth. It didn't appear they were filling orders. Received my food at 5:30.
I had Pollo Tropical last year with my daughter in Orlando & I've been craving it ever since! It was soooo good! However, the one I visited in Fort Myers totally killed that craving. There was maybe 2 or 3 clean tables in the place and it wasn't busy so no excuse for that, the shrimp was not cooked all the way and tasted weird. It was pretty much a waste as I threw out most of what I had. Chain restaurants are a hit or miss and this one was totally a miss.
The manager Peter is the worst, most unprofessional manager I've ever come to know! |Extremely rude and unhelpful, with no knowledge of how to run a restaurant.I used the Pollo Tropical app to order ahead. I arrive at the store for Peter to tell me he didn't have my order. I confirm store number/location and show him my order number. He REFUSED to make my order after I PAID for it. I'm a very understanding and patient person. I, too, work in hospitality. He didn't bother to lift a finger to try to look up my order and refund me my money, or look at the completed order on my phone and make it right. Instead, my husband and I were asked to leave with no resolution. I am DUMBFOUNDED at the lack of service and concern for a loyal customer. I will NEVER go back to this location, and I hope he has to answer for this.
I'm going to give it four stars because the kids and adults that work there are doing their best it's a clean restaurant and if you like Pollo Tropical you will like it.But I have one question!Why do you cook the chicken breasts until they are so dry you can't even chew them?I'm assuming it's for safety (temp) but we got chicken fajitas that the chicken...all I can say was that it was overcooked, dry is an understatement.I like Pollo tropical I just found lately the food has become bland and overcooked.This is unfortunate because I really tried to give this place at least four tries and every time I am very disappointed.
Worst experience ever! I used to eat here all the time and it was great. What a disappointment now. No sauce bar, no customer service, out of several items all the time, no offer to make it right when they mess up, can’t go inside to talk to anyone, long lines at the drive thru. I ordered on the app. Had to walk through the drive thru to get my food because the dining room is closed, 30 cars were in line and my truck doesn’t fit in the drive thru. If you order and pay on the app chances are they out of half of what you paid for with no offer for a refund. Just a miserable experience. No one speaks English, no wonder the orders are all messed up! Pathetic excuse for human beings that run this place! Zero stars! I hope they can improve, used to be one of my favorites for lunch. Come on slackers!
Feb 8th at 4pm, there was a light drizzle today and because the employees did not want to mop they closed the entire dining room. There was no storm just 1 hour of light drizzle. I was without my vehicle and I was denied service. Upon calling corporate I was advised to order online but they won't allow pickup.
I wish I could give no star. This was the worst experience in my entire life. Food wasn’t properly cooked and the manager Peter yelled saying he was not going to refund my money. From now on I rather starve than spend any money at any Pollo Tropical. I understand they are understaffed but at least be polite and nice to the customers.